Journey Mapping

“
The journey map Applied Marketing Science created was detailed and highly actionable. It gave us the guidance we needed to redesign our whole thinking on customer engagement.

Vice President, Financial Services Company

The most successful companies differentiate themselves not only by creating better products but also by delivering a superior customer experience. But what’s the best way to uncover pivotal moments that matter along the customer journey? Storytelling. And customer journey maps are one of the best storytelling tools.

Journey mapping lets your customers tell you their own story. It involves a detailed examination of each point of customer interaction, their state of mind, the touchpoints they encounter, and ultimately the needs, or jobs-to-be-done, that must be satisfied along the journey.

The AMS Difference

Our customer journey maps allow you to innovate on the entire customer experience with a focus on customer needs or jobs-to-be-done. We detail what customers think about your company and products and what they want from you at each stage of their journey, allowing you to:

Innovate on Unmet Customer Needs Along the Journey: Understand what kinds of customers seek which benefits, and the context in which they seek them

Establish competitive advantage: Recognize how customer experiences compare to expectations, and how you stack up against the competition

Optimize Touchpoints: Identify all customer touchpoints and assess the influence of each

Understand Market Segments: Uncover unique customer personas, and understand how each experiences the journey and their jobs-to-be done

The End Result

Our customer journey maps reveal opportunities to improve the customer experience and build customer loyalty. We bring results to life, making them easy to understand for your entire organization, and fostering cross-functional collaboration and buy-in. We provide clear recommendations for acting on the results including working with you to develop your customer experience strategy and marketing.